How Customers and MSPs Benefit from Experience Management

Ensure quality outsourcing with your MSPs

Managing expectations and experiences can become a mutual tug-of-war between end-users and MSPs, with traditional service level agreements (SLAs) falling short when measuring and reporting on the user experience.

This in-depth whitepaper:

• Addresses the challenges both customers and outsourcing providers face when considering their experience strategy.
• Explains the differences between service level agreements (SLAs) and experience level agreements (XLAs) and how both are critical for success.
• Identifies the common themes and expectations that cause the 'watermelon effect,' along with how to avoid them.

• Understand why you cannot outsource the responsibility for employee experience

• Learn the differences between SLAs and XLAs, and how both are critical for the success of experience management

• Discover how experience management drives cost optimization to both the customer and MSP and why it doesn't come for free
  
• CSAT data offers a limited and skewed view of what end-users think of their MSPs performance, with zero acknowledgment of over-arching experience or expectations.

• Know the myths from the facts when it comes to MSPs and employee experience on its service delivery
  

• How MSPs perception of the watermelon effect is putting pressure on their service delivery
  

• Customers and MSPs must agree on their responsibilities and be accountable for delivering on their promises to focus on employee experience

• A solid foundation for a trusting partnership is established when all parties are transparent, recognize
  the value and responsibility, and have set expectations.